Ombudsman Jobs

The Parliamentary and Health Service Ombudsman (PHSO) are currently hiring for a Project Manager. 

You will be expected to lead on one of more of our strategic programmes and projects, successfully delivering business changes to high standards, on time and within budget. You will have a key role in project governance and working with stakeholders, to ensure the agreed project outputs are delivered to enable the benefits to be realised. 

You will also play a key role in supporting the development, embedding and continuous improvement of project and programme management through our Centre of Excellence and Community of Practice.

For further information and how to apply, please visit the PHSO website. 

This is a full-time, permanent position, and can be based in one of NHOS' offices in Hemel Hempstead, Glasgow or Belfast.  This position will follow their hybrid working policy of a minimum of 2 days a week in the office.  More flexible working arrangements are available for the right candidate with all the relevant experience, which include remote working options.

Some of the key responsibilities include:

• Processing NHOS complaint cases in accordance with prescribed standards and within specified timeframes.
• Investigate the evidence and gather additional information when beneficial to the case, assisting the parties in reaching an early, mutually agreed resolution without the need for formal adjudication, where appropriate.
• Reviewing complaint cases.
• Proactively seek opportunities to assist the parties in resolving the complaint without resorting to adjudication, when possible.
• Participate in case investigation meetings and facilitate communication between the ombudsman and the involved parties.
• Reach out to customers to obtain their acceptance or rejection of the final decision.

To be considered for this opportunity you must:

• Be capable of managing multiple tasks simultaneously and prioritizing a heavy workload effectively.
• Have excellent communication skills, both written and verbal, with proven proficiency in using Microsoft Word, Excel, and Outlook.
• Have experience in analysing data, drawing conclusions, making recommendations, and presenting findings clearly and concisely, both orally and in writing.
• Be able to think creatively and find innovative solutions to resolve customer queries.
• A strong focus on accuracy and attention to detail, combined with a keen investigative eye.

For further information about the role and to apply, please visit the TDS website.

This is a full-time, permanent position and is home based.

Some of the key responsibilities include:

• Deliver formal decisions on complaints arising under the New Homes Ombudsman Scheme operated by The Dispute Service, adhering to prescribed standards and within specified time limits.
• Advocate for good practises in complaints handling and promote excellence across the new homes industry.
• Representing NHOS as required at industry events, including presentations and training.
• Engage in discussions with the Chief Ombudsman, Lead Ombudsman, or other NHOS complaints team members regarding any unusual issues that arise.
• Contribute to ensuring TDS fulfils its service level agreement obligations in relation to adjudication.
• Produce adjudication decisions and provide mediation/conciliation services that consistently result in high levels of customer satisfaction for the complaints service.

To be considered for this opportunity you must:

• Have an honours degree or relevant professional qualification.
• Have a minimum of 2-3 years’ experience in a decision-making role, preferable in dispute resolution, complaints handling or regulatory environment.  Experience of working in an ombudsman environment would be preferential.
• Have knowledge of mediation and conciliation processes.
• Have good working knowledge of Microsoft Word, Excel, Outlook, Sharepoint, PowerPoint, Salesforce, Business Teams and Zoom with the ability to learn new systems and processes as required.
• Be able to analyse large quantities of information in electronic format.
• Be able to work remotely, independently, and with minimal supervision.

For further information about the role and to apply, please visit the TDS website.

We are currently looking for candidates that have experience of working as an Inbound Call Handler, within a customer service background, to join our General Enquiries Team. Our Call Handlers are the first point of contact for members of the public and service providers who have a general enquiry via the telephone. 

They provide information, advice and support to customers which includes signposting to alternative sources of help or information. In addition, this role supports the General Enquiries Team in responding to queries received by email.

The ideal candidate will need to have previous experience in a similar role and be able to demonstrate exemplary customer service and telephone skills.  You must be able to demonstrate your ability to listen and verbally communicate with a diverse customer base.  

The role requires candidates to be confident speaking on the phone, in addition to being able to support responding to queries received by email. In addition, you must be able to use IT systems, we are a Microsoft Office house therefore you must be proficient and confident in being able to use technology.  As part of this role you will be required to update electronic databases and filing systems, therefore you must be able to accurately record information as required.  

You will be able to work collaboratively within the team and ensure that all calls are handled effectively and efficiently. Candidates do not need to have a legal background to carry out this role, we are looking for people that have excellent customer service and experience in taking inbound calls.

For further information, please visit the Legal Ombudsman's website